Meter reading

When the customer requests a check of the values shown by a meter and its conformity with the operating conditions established in metrological legislation.

Who can request: account holder or their legal representative, constituted through signed and notarised power of attorney.

Required documentation

Private individual

·         Applicant: National Insurance Number, Identity Card or another type of photo ID.

·         Legal Representative: National Insurance Number, Identity Card and signed and notarised power of attorney.

Legal Entity

·         Partner: Company registration number, title name, National Insurance Number and Identity Card of the legal representative for commercial system checks.

·         Legal Representative: Company registration number, signed and notarised power of attorney provided by one of the partners, National Insurance Number, Identity Card of another type of photo ID.

·         Condominium: Condominium Convention, minutes of appointment of the manager, manager’s National Insurance Number and Identity Card.

Where to request: Facebook, Twitter, Site, E-mail, Customer Service Stores or through the Customer Service Centre.

Deadline for Service: Up to 30 calendar days.

Fees and costs: If an abnormality isn’t found on the meter a service fee will be charges in accordance with the installation, pursuant to Art. 102 of ANEEL Resolution 414/10. The charge will be based on the type of meter:

Single phase - R$ 8.83  I  Two phase - R$ 14.71  I  Three phase - R$ 19.61

Load change

Request to increase or reduce the installed load at your residence.

Who can request: Account holder of the consumer unit or their legal representative.

Required Documentation: according to the installed load at the consumer unit and with a survey of the load that will be used.

Private Individual

·           Account Holder: National Insurance Number, Identity Card or another type of photo ID.

·           Legal Representative: National Insurance Number, Identity Card or another type of photo ID, signed and notarised power of attorney.

Legal Entity - Original documents and copies.

·        Partner: Articles of incorporation, company registration number, National Insurance Number and Identity Card.

·        Legal Representative: Articles of incorporation, company registration number, signed and notarised power of attorney by one of the partners, National Insurance Number and Identity Card.

·        Condominium: Condominium Convention, minutes of appointment of the manager, manager’s National Insurance Number and Identity Card.

Where to request: Customer Service Stores.

Timescale: five working days in urban areas or ten working days in rural areas, in case there are no technical backlogs where the customer is responsible, need for works or grid survey.

Fees and costs:

Single phase - R$ 6,56  I  Two phase - R$ 9,38  I  Three phase - R$ 18.76

Important: The charge will be made based on the type of meter at the property on the date the request is logged, when the customer does not fulfil the requirements of the standard or for any other reason where they are responsible, according to Art. 102 of ANEEL Resolution 414/10.

Change in invoice due date

Service available for customers to choose the best day for their bills to be due, respecting the alternatives offered by the company.

Conditions of Service:

·        The request must be made by the account holder or their legal representative.The Consumer Unit cannot have outstanding debts.

·        According to article 124 second paragraph of Resolution 414/10: The distributor must offer at least 6 (six) invoice due dates for consumers to choose from, evenly distributed, in regular intervals across the month, which can only be changed with the consumer’s previous authorisation, in an interval not inferior to 12 (twelve) months after the initial choice.

Required Documentation:

Private Individual

·        Account Holder: National Insurance Number, Identity Card or another type of photo ID.

·        Legal representative: National Insurance Number, Identity Card and signed and notarised power of attorney.

Legal Entity

·        Partner: Articles of incorporation or latest amendment, company registration number, National Insurance Number, Identity Card or another type of photo ID.

·        Condominium: Minutes of appointment of the manager, manager’s National Insurance Number and Identity Card.

·        Religious Institution (churches): Articles of Incorporation of the religious entity, Minutes of Election of Current Board of Directors, company registration number.

·        Legal Representative: Articles of Incorporation, company registration number, signed and notarised power of attorney by one of the partners, National Insurance Number, Identity Card or another type of photo ID.

Where to request: Facebook, Twitter, Site, Customer Service Stores or Customer Service Centre.

Timescale for service: Up to 60 days. If the consumer unit is within the meter reading period, the change will be contemplated in the next billing cycle. 

Fees and costs: There is no charge.

Update registration details

When the customer requests an update to the registration details in the system.

(telephone and e-mail address).

Conditions of service: The request must be made by the account holder, legal representative or by third parties.

Required documentation: It is not necessary to present documents.

Where to request: Facebook, Twitter, Site, Enel app, Customer Service Store or Customer Service Centre.

Deadline for Service: Immediate.

Fees and costs: There is no charge.

Emergency service

Request to restore electricity supply to a property.  Enel commits to respond to requests as quickly as possible, applying the necessary corrective measures within the distributor’s responsibility.

Who can request: account holder, legal representative or third parties.

Where to request: Facebook, Twitter, Site, Enel app, Customer Service Stores or Customer Service Centre.

Timescale: The timescale for resolving the problem is estimated, and it can happen before or after the predicted time. The system generates an estimate service time for each customer, according to factors such as vehicle availability, proximity of the site, service demand and risk to third parties. 

Fees and Costs: There is no charge.

Important Information:

·        To optimise service please inform the customer number, the landline (with area code) and a reference point for the location.

·        Is it of utmost importance that someone is at the location to meet the emergency team.

·        We recommend that, in case of power outage only at the property, you verify the meter circuit breaker and the internal switchboard (where available) before requesting the emergency service.

Low-Income Customer Registration

This is a discount on the energy bill created by the Federal Government for Low-Income families.

Who is entitled to the discount?

·         Families enrolled in CadÚnico, with monthly family income of up to half a minimum wage per person;

·         Families enrolled in CadÚnico with monthly family income of up to three times the minimum wage, with person suffering from an illness or pathology which treatment requires devices connected to mains power (Vital Customer).

·         Recipients of the CPB (Continuous Provision Benefit): elderly or disabled people with family income up to 1/4 of the minimum wage.

Who can request: named benefit recipient or consumer unit account holder, with Identity Card and Social Insurance Number of the beneficiary and benefit registration number.

Where to request: Customer Service Stores.

Required Documentation:

·        National Insurance Number, Identity Card or another type of photo ID, Social Registration Number (NIS) or benefit registration number (NB), energy bill.

·        Indigenous people or Quilombolas: if they have no ID or CPF, the customer must present the RANI (Registro Administrativo de Nascimento Indígena, or Indigenous Birth Administrative Registration).

·         Vital Customer: as well as the documents mentioned above, the customer must present a copy of the medical report proving the need for the use of devices constantly connected to mains power. The Medical Certificate must certify the clinical and health condition of the resident who has the illness or disability, as well as an estimate of the length of continued use of devices, equipment or instruments that, for their usage, require electricity consumption.

Timescale:The discount will be added to the next bill; however, if the consumer unit is in the process of being invoiced, the discount will apply to the following bill.

Fees and Costs:There is no charge.

Attention:The Low-Income discount on subsequent bills will be conditional to the sending of the registration confirmation by the Social Development Department (MDS). If there are any problems, the customer must contact the Regional Welfare Council, which represents the MDS in their region.

Vital Customer Registration

People who depend on limited autonomy devices, vital to the preservation of human life and dependant on electricity.

Who can request: account holder, legal representative, children or partner.

Required Documentation: Personal document (patient’s Identity Card or Birth Certificate), documents proving the relationship with the account holder, Medical Certificate.

Important: if it isn’t possible to present the documentation when making the request, it will be necessary to present the documents during the property inspection (original and copy which will be retained by the inspector).

Where to request: Enel Stores

Timescale for Service: 30 consecutive days. / Inquiry inspection: Up to 7 working days starting from the request being logged and the registration update in the system.

Fees and Costs: There is no charge.

Contract termination

It is the termination of the contract between the distributor and the customer.

Who can request: account holder or legal representative with signed and notarised power of attorney.

Prerequisites: Current meter reading or consumption average from the last 12 months. When it isn’t possible to share this info, the customer may request an on-site meter reading.

Required Documentation:

·         Private Individual: National Insurance Number. If not available, confirm Identity Card or alternative photo ID.

·         Legal Entity Company registration number and Articles of Incorporation or latest amendment.

·         Legal representative: in both cases, it will be required that the accont holder’s details are registered in the system. Otherwise the request will only be fulfilled in Customer Service Stores, upon presentation of signed and notarised power of attorney.

Where to request: Facebook, Twitter, Site, Customer Service Stores or Customer Service Centre.

Timescale for Service: Up to 3 working days in urban areas and up to 5 working days in the rural zone.

Fees and Costs:There is no charge.

Important Information:The contract termination is not conditioned to the physical disconnection of the consumer unit.

New Connection

Installation of a meter in a new low-voltage consumer unit for commercial and residential customers, with installed power of up to 75 kVA.

Conditions:The Applicant may not have an outstanding debt with Enel, must be older than 18 years old (except in cases of emancipated minor) and there must not be another active meter installed in the same residence.

Required Documentation:
Private Individual

·         Applicant: National Insurance Number, Identity Card or another type of photo ID.

Legal Entity

·         Partner: Company registration number, Articles of Incorporation or latest amendment.

·         Condominium: Condominium Convention and minutes of appointment of the manager

·         Kioks, newsstands, signs or similar: business licence issued by Mayor’s office.

·         Religious Institutions (Churches): Articles of Incorporation of the religious entity registered at a titles and documents notary, notarised minutes of the election of the current board of directors, National Insurance Number and Identity Card of elected member on the minutes to the Church’s board.

Where to request: Customer Service Stores.

Timescale:

·         Urban zone - five working days, three for the inspection and two for the connection to be made.

·         Rural zone - 10 working days, five for the inspection and five for the connection to be made.

Fees and Costs: The first inspection has no charge. Subsequent inspections performed by Enel due to non-compliance with requirements or any other reason under the customer’s responsibility will be charged. The charge will be made in the first energy bill.

Monofásico: R$ 6,85  I  Bifásico:  R$ 9,81  I  Trifásico: R$ 19,61

Temporary connection

These are provisional connections to supply building sites during maintenance works, artistic, cultural or political events and other uses.

Prerequisites:

·         The service can only be requested by customers with a normalised National Insurance Number or company registration number.

·         The connection must be requested at least 10 consecutive days in advance of the event taking place.

·         The temporary connection corresponds to up to 90 consecutive days. If the customer wants the connection to last longer, they will need to request a permanent connection for the site.

Required Documentation:

Private Individual

·         Account Holder: National Insurance Number, Identity Card or another original photo ID.

·         Legal Representative: National Insurance Number, Identity Card or another type of photo ID, signed and notarised power of attorney by the applicant, National Insurance Number and Identity Card number of the applicant.

Legal Entity

·         Partner: National Insurance Number, Identity Card or another type of photo ID, Articles of Incorporation or latest amendment, Taxpayer’s Roll card, company registration number.

·         Legal Representative: National Insurance Number, Identity Card or another type of photo ID, Articles of Incorporation, company registration number, signed and notarised power of attorney by one of the partners, National Insurance Number and Identity Card of one of the partners.

·         Condominium: Condominium Convention, minutes of appointment of the manager, manager’s National Insurance Number and Identity Card.

·         Religious Institutions: National Insurance Number and Identity Card of member elected on the minutes for the Board of the Church (named on the minutes).

Where to Request: Customer Service Stores.

Timescale: Urban zone - five working days. Rural zone - 10 working days.

Fees and Costs: The costs referring to the service execution will be charged according to Article 52 item I of Aneel Resolution 414.

Debt instalment plan

Partial or full negotiation of debts with the distributor in two or more instalments.

Condition: Account holder or legal representative with signed and notarised power of attorney.

Where to request: Facebook, Customer Service Centre, Customer Service Stores.

Required Documentation:

Private Individual

·         Applicant: National Insurance Number, Identity Card or any photo ID.

Legal Entity

·         Partner: Articles of Incorporation or latest amendment, company registration number, National Insurance Number, Identity Card or another type of photo ID.

·         Legal Representative: Articles of Incorporation, company registration number, signed and notarised power of attorney by one of the partners, National Insurance Number and Identity Card or another type of photo ID.

·         Condominium: Minutes of appointment of the manager, manager’s National Insurance Number and Identity Card.

Fees and Costs: The service does not generate any fees, only the installments to which interest will be added and charged in subsequent bills.

Reconnection

Request to reestablish energy supply that has been suspended.

Types: Normal Reconnection and Urgent Reconnection

Who can request: account holder, one of the constant partners in the company’s Articles of Incorporation, legal representatives or third parties.

Where to request: Facebook, Twitter, Site, Enel app, Customer Service Stores or Customer Service Centre.

Required Documentation: National Insurance Number or photo ID.

Timescale:

·         Requests made during working hours (Monday to Friday, 8am to 6pm) - 24 continuous hours. The countdown begins as soon as the request is logged.

·         Requests made outside of working hours (Monday to Friday, after 6pm and until 8am and Saturdays, Sundays and Bank Holidays) - 24 continuous hours from the next working hour.

Fees and Costs:

·        Single phase: R$ 7.83

·        Two phase: R$ 10.78

·        Three phase: R$ 32.37

Duplicate Bill

Request to issue a duplicate bill due to loss or being unable to pay the original bill through no fault of Enel’s.

Who can request: account holder or third parties.

Where to request: Enel app, Facebook, Twitter, Site, Customer Service Stores or Customer Service Centre.

Timescale for service: Immediate.

Fees and Costs:

·         There is no charge on the Site or through the Enel app.

·         For duplicates through the Customer Service Centre, Stores and Social Networks a fee of R$ 2.80 is charged.

Compensation

When the customer requests compensation for damage caused directly or indirectly by the electrical grid.

Who can request: account holder or legal representative with signed and notarised power of attorney.

Required Documentation:

·         Private individual: National Insurance Number, Identity Card or any photo ID.

·         Legal entity: Articles of Incorporation or latest amendment, company registration number, partner’s National Insurance Number and Identity Card.

·         Legal representative: signed and notarised public or private power of attorney.

·         Condominium: ID documents (National Insurance Number and Identity Card), Condominium Convention and minutes of appointment of the manager.

·         Churches or Associations: statute, latest minutes of appointment of Board representative.

Where to request: On the website, at Customer Services Stores or through the Customer Service Centre.

Timescale: 45 consecutive days.

Fees and Costs: There is no charge.

Rural Area Reimbursement and Reimbursement

Request for compensation / reimbursement of the amounts paid by the client in the construction of electricity networks located in the rural area

Terms of service: Duly completed form and other necessary documentation (according to PICC) Click here to download the form

Where to apply: Customer Services Stores